Convertible Necklace

First-time visitor drawn to rhodium-polished convertible necklines that wear as both a choker with western outfits and a traditional neckline. The design she wanted required a 45-day make-to-order cycle. She needed it in two days. No alternative was offered from existing stock and no order was captured.

Customer/

5 of 16

Not converted

SOP stages

Welcome

2 of 3

Missing: Hospitality offered.

Product knowledge

1 of 5

Missing: Purity explained, HUID / hallmark explained, Diamond quality explained, Diamond certification explained.

Commercials

2 of 2

All covered.

Trust & close

0 of 2

Missing: Exchange policy explained, Buyback policy explained.

Relationship capture

0 of 4

Missing: Google review asked, Loyalty scheme pitched, Birthday captured, Anniversary captured.

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Key moments

Actions from this conversation

HighMerchandising

Carry convertible chokers in ready stock

Dual-wear versatility is a repeat theme across the week. Currently only serviceable via a 45-day custom cycle.

HighStore operations

Create an express make-to-order lane

45 days is the stated standard. Establish and price a 7-10 day express tier so urgent occasions are not automatically lost.

HighSales

Coach Jinal: no capture on a lost first-time walk-in

New customer, urgent need, walked out with nothing captured — no number, no source, no alternative shown, no follow-up.

HighMarketing

Mandatory capture on non-converting walk-ins

The highest-intent lost lead of the day is untraceable. Enforce contact and source capture before exit.